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South West Water Annual Performance Report and Regulatory Reporting Southwestwater.Co.Uk Bournemouthwater.Co.Uk 2017 South West Water southwestwater.co.uk Annual Performance Report bournemouthwater.co.uk and Regulatory Reporting South West Water Limited 00C Annual Performance Report and Regulatory Reporting 2017 WELCOME Welcome to South West Water We are South West Water Our reservoirs South West Water is the combined entity covering the original South West Water and Bournemouth Water areas, following the merger of the two companies in 2016. Both identities have been retained by the Company in their original operating areas and there are separate customer and stakeholder commitments for 2015-20 in each area. We recognise the importance of customers and other stakeholders understanding what they can expect from us and being able to place trust and confidence in the data, information and publications we provide. We provide water and wastewater services to South West Water customers in Cornwall, Devon and small parts of Dorset and Somerset. 15,300km of water mains 15,600km of waste water network 1.7m residents 682 Our business outcomes treatment works Clean, safe and reliable Reliable wastewater drinking water services Available and sufficient Protecting the resources environment Responsive to Benefiting the customers community Resilience in extreme Fair charging conditions southwestwater.co.uk/report2017 South West Water Limited Annual Performance Report and Regulatory Reporting 2017 01 Annual Performance Report Annual Performance ANNUAL PERFORMANCE REPORT Reporting Regulatory Welcome 00 Highlights 02 Introduction from the Managing Director 04 Overview Creating sustainable value 06 2016/17 performance overview 08 Performance summary 10 Our performance Clean, safe and reliable drinking water 12 Available and sufficient resources 16 Longham Lakes Responsive to customers 18 Resilience in extreme conditions 20 Reliable wastewater services 21 Protecting the environment 24 Benefiting the community 26 Fair charging 30 We provide water services to Bournemouth Financial performance 32 Water customers in parts of Dorset, Hampshire and Wiltshire REGULATORY REPORTING Governance 40 2,831km Assurance 50 of water mains Risk and compliance statement 53 Accounting disclosures 57 0.5m Auditors’ report 60 Technical Auditors’ Report 65 residents Regulatory reporting 67 Price review and other 7 segmental reporting 72 treatment works Performance summary 84 Additional regulatory information 90 Cost allocation and transfer pricing 101 Creating sustainable value Go to page 06 to read more Our performance Read more on pages 12 to 37 southwestwater.co.uk/report2017 South West Water Limited 02 Annual Performance Report and Regulatory Reporting 2017 HIGHLIGHTS Achieving our 2015-20 Business Plan We manage the region’s drinking water and wastewater in an integrated way ‘from source to sea’, delivering high quality services in the most efficient and sustainable 20 years without way possible. water restrictions in South West Water area and none in the Bournemouth area since privatisation Highlights Read more on page 16 41.1 Revenue (£m) 562.5 506.4 £562.5m 2015/16: £506.4m 2015/16 2016/17 9.9 Operating profit (£m) 234.3 209.8 Higher customer satisfaction £234.3m Read more on page 18 2015/16: £209.8m 2015/16 2016/17 6.3 Profit before tax (£m) 172.9 154.4 £172.9m Excellent drinking 2015/16: £154.4m 2015/16 2016/17 water quality Read more on page 12 Capital additions (£m) 190.9 8.4 £190.9m 126.3 2015/16: £126.3m 2015/16 2016/17 2016/17 financial results reflect the impact of an increased area of supply following the acquisition of Bournemouth Water. 2016/17 (statutory) SWW 2015/16 (statutory) BW 2015/16 (statutory) southwestwater.co.uk/report2017 2015 – 2020 South West Water Limited Annual Performance Report and Regulatory Reporting 2017 03 Annual Performance Report Annual Performance Regulatory Reporting Regulatory 98.6% of bathing waters passing EU standards - no failures Working with due to our assets communities to prevent flooding Read more on page 27 Read more on page 20 ‘Think Sink!’ campaign launched Read more on page 22 High proportion of metered households Read more on page 31 Best ever numeric and descriptive wastewater compliance Read more on page 24 2015 – 2020southwestwater.co.uk/report2017 South West Water Limited 04 Annual Performance Report and Regulatory Reporting 2017 INTRODUCTION FROM THE MANAGING DIRECTOR Building on strong foundations Welcome to our Annual I am pleased to report that the newly merged Performance Report and water business of South West Water and Regulatory Reporting for 2016/17 Bournemouth Water maintained strong operational and financial performance in 2016/17, delivering top quartile performance in many business areas and making significant investments in improvements to benefit customers and the environment. Customers in both service areas continued Governance changes to enjoy high quality drinking water with no water restrictions. South West Water achieved In April 2016 Pennon Group introduced a revised significant improvement in leakage control, framework for governance and decision-making water supply interruptions were reduced which is operating well and allowing the pursuit and customer satisfaction continued to of synergies across the Pennon Group (further increase, with the number of written customer details are provided on page 44). complaints reduced by almost a third in both areas. The new approach is delivering efficient and transparent decision-making while preserving Progress was also achieved in the wastewater the degree of regulatory independence required side of the business. Following a targeted in our licence. programme of capital improvements and staff training, the number of compliant works was During the year we published our Risks, its highest to date, although further work is Strengths and Weaknesses statement providing required in order to meet our stretching future robust assurance over our reporting. Following Dr Stephen Bird targets. Similarly, we successfully reduced the feedback from our customers and other Managing Director number of serious or significant (Category 1 stakeholders, we will be publishing a Customer and 2) pollution incidents and work continues Summary version of our 2016/17 performance towards achieving our ambition of eliminating at the end of July 2017, alongside a Summary 98.6% such incidents by 2020. of Assurance. Improving bathing water Preparing for market reform quality A safe place to work Above all else, South West Water is committed Ahead of the opening of the Non-Household to ensuring the health, safety and wellbeing retail market on 1 April 2017 a significant 98.4% of all those working for and with us. Following amount of work was undertaken as part of our ‘MarketReady’ programme to prepare both the Best ever wastewater the tragic death of a colleague at Falmouth Wastewater Treatment Works in December wholesale and retail arms of the water business numeric compliance 2013, for which the Company was fined £1.8m for the new market. in April 2017, we have carried out a major programme of work to update health and To provide retail services to business 86 and 82 safety procedures and policies. Staff training customers, Pennon Water Services Limited (a has been improved and we have invested in Pennon Group Plc subsidiary) was established Increasing Bournemouth new equipment and technologies, particularly as a separate legal entity which is now based and South West Water’s those designed to ensure the safety of those in Bournemouth and was the vehicle created SIM1 scores working alone. We now regard our lone worker to facilitate South West Water’s exit from the protection as industry-leading. retail market. Furthermore, the creation of a new Pennon During the year we addressed all procedural, Group role of Director of Safety, Health, systems-based and legal requirements as set Quality and Sustainability (SHQS) reflects the out by the new market codes and entered importance attached to ensuring the highest ‘shadow operation’ from October 2016, ahead 1 Service Incentive Mechanism health and safety standards across all of of full market opening. We are pleased with the Pennon’s business and operational areas. success of the ‘cultural shift’ that has taken southwestwater.co.uk/report2017 South West Water Limited Annual Performance Report and Regulatory Reporting 2017 05 Annual Performance Report Annual Performance place across the company, facilitated by our South West Water remains Reporting Regulatory extensive training programme with over 500 committed to providing support hrs of training provided over a 12 month period to more than 2,300 employees and partners. for those customers in vulnerable circumstances. Financial performance South West Water once again outperformed its Targeted improvements have been made in regulatory contract to achieve a sector-leading how we deal with service issues – including the RORE (Return on Regulated Equity). The introduction of a rapid response team for visible company maintained its strong momentum leak repairs – in addition to increased usage of in controlling total expenditure (Totex) with data analytics and investment in our Exeter- cumulative savings of £129m over the first two based call centre staff and systems. We are also years of K6 (2015-2020). taking steps to improve our digital platforms to improve the lines of communication we have We continued to deliver synergies from our with our customers. acquisition of and merger with Bournemouth Investing in innovation Water. This year the focus was on front-line South West Water remains committed to Construction is progressing well on the functions, with the integration of back-office providing support for customers in vulnerable new state-of-the-art Mayflower Water and support services having been completed circumstances. We are proud of our industry- Treatment Works in Plymouth, which last year. The targeted c.£27m of net synergies leading range of affordability measures is the largest single item of capital over K6 are on track. In addition, during the including the social tariff which we are now expenditure in our current five-year plan. year, South West Water participated in an rolling out in the Bournemouth area.
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